Paessler PRTG and Central 24 Horas streamline the emergency ambulance service in Rio de Janeiro
About Central 24 Horas
To meet critical factors such as speed, flexibility, integration capacity and innovation, Central 24 Horas has been operating in the Brazilian market since 1996, a portfolio with the best in Contact Centers and ICT solutions in the country. It has a multidisciplinary team that brings together experience in several areas and the provision of equipment, solutions and services of the main global technology players.
It also works in Special Projects of Monitoring using integrated front-end platform to Paessler tools. Central 24 Horas operates an internal Contact Center and manages a complete IT Park, integrating sites, servers, connectivity, integrated communications, working 24x7x365.
The world is constantly moving towards faster, simpler and always available information on mobile devices like phones and tablets. Today, for example, in many countries, people can even know how long their public transport like bus, subway, or train will take. There are other sectors in which this type of information can be even more essential. This is the case with healthcare, where lives can be saved thanks to technology.
Responsible entities can optimize work with more efficient management and the issuance of data in real time, facilitating service to society. For example, being able to quickly dispatch the nearest available ambulance to the scene of an accident.
With this objective in mind, Central 24 Horas developed indicators performance panels (PIP) using Paessler PRTG Network Monitor.
“I recommend to anyone that they should use PRTG. I learned of PRTG through a team mate in 2011, who had already worked with the tool and I liked it so much, I brought it to Central 24 Horas. People change jobs, but they don't change systems.”
Gustavo Albuquerque, Solutions Engineer at Central 24 Horas
PRTG in use
PRTG is used by Central 24 Horas within their IT operations, contact centers, and logistics facilities. The company uses around 500 PRTG sensors but its main application is at SAMU, the emergency ambulance service in Rio de Janeiro, Brazil.
PRTG is used to collect information from the Medical Regulation System (ReM) and generates alerts and notifications on the main management of SAMU indicators in the capital of Rio de Janeiro, whose responsibility is the Secretary of Civil Defense, through the Military Fire Brigade of the State of Rio de Janeiro (CBMERJ). Those indicators are obtained and managed in real time by PRTG and made accessible in a mobile application anytime and anywhere.
Several indicators are monitored: Control of the ambulance fleet, both by type (basic, intermediate, or advanced) and operational status (operating or not); control of the availability of stretchers (when there is no bed for the patient in the hospital, the patient stays in the ambulance until one is available).
PRTG and performance indicator panels (PIP) streamline SAMU management and work in Rio de Janeiro for other services; disinfection control of ambulances, scheduled or extraordinary; control of events in risk areas (places with dangerous access); and control of events with many victims, when a special process is needed for care in more than one hospital.
The software helps in accessing and speeding up information. The manager can have real-time information on SAMU management and the whole operation.
"Before, I needed to check reports daily and consult the system itself, a complicated task if you were out of the unit. Now, with a mobile application, the manager can get information from wherever and whenever you want. Issuing daily reports are not needed,” says Gustavo Albuquerque, Solutions Engineer at Central 24 Hours. The model is applicable, with some changes, in other SAMU units throughout Brazil.
The next steps with PRTG in SAMU
Central 24 Horas's next steps in SAMU, already underway, are to measure the benefits of PRTG in monitoring the emergency ambulance service. There are two steps, first is the incorporation of process automation. For example, in the event of a multi-car accident, the company will use the geolocation of ambulances, hospitals, and the accident site, so that PRTG can communicate with the people involved through messages.
These messages are sent to EMTs inside the ambulance, so they know about the care needed. The second is the development of a specific app (for iOS and Android), along with customizing the tool and integrating PRTG dashboards into the application, which will allow the company to view information quickly. This customization will bring greater operational security and the app will only be available to specific Central 24 Horas customers.
The company knows that it has the support from Paessler in this current phase. They already needed to reach out to the Tech Support team for some very advanced issues and had an excellent experience. “In less than 24 hours, they answered me by email, this is only due to the time zone difference. Support provided a very clear explanation to go along with a fantastic Knowledge Base. Their support is above average, they are very helpful and very technical,” reports Albuquerque.
Conclusion
Previously, Central 24 Horas worked with Nagios software that requires more maintenance. For Albuquerque, the move to PRTG was positive, as everyone can use it because it is a very intuitive. Other positive points, in their view are flexibility, the easier user interface, and customization.
Besides, he highlights platform stability as the strongest element of the software. "I recommend to anyone that they use PRTG. I learned of PRTG through a team mate in 2011, who had already worked with the tool and I liked it so much, I brought it to Central 24 Horas. People change jobs, but they don't change systems”, concludes Albuquerque.
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